Diagnosing complex motion system issues
Driving rapid resolution and closing the loop with robust corrective and preventive actions.
Manage complaints end‑to‑end (from intake through root cause analysis and CAPA)
provide on‑site and remote support
Closely collaboration with Engineering, Quality, Operations, Planning, Purchasing, Project Management, and R&D to protect customer uptime and product performance.
Job responsibilities:
Customer technical support (EMEA): Provide Tier‑2/3 remote and on‑site support for motion systems (mechanical, electrical, controls), including installation assistance, commissioning, optimization, and troubleshooting.
Complaint and Service Calls management: Own the full lifecycle of customer complaints and escalations-intake, triage, replication, root‑cause analysis (e.g., 5‑Whys, Fishbone, 8D), corrective actions, preventive actions, and formal closure with clear documentation.
Field diagnostics & failure analysis: Collect logs, waveforms, and measurements; analyze mechanical assemblies, drivers/controllers, cabling, and environmental factors to isolate issues; recommend fixes, field updates, or design/process changes.
On‑site interventions: Plan and execute field visits across EMEA to stabilize systems, perform repairs/replacements (RMA coordination), apply firmware/parameter updates, and validate effectiveness.
Quality collaboration: Work with Quality to initiate NCRs/CAPAs, verify containment, and track systemic improvements back into production and service knowledge bases.
Cross‑functional alignment: Coordinate with R&D, Project Managers, Operations, Planning, and Purchasing to ensure parts availability, ECO changes, and sustainable resolutions reflected in manuals, procedures, and training. [JD Service Eng | Word]
Knowledge assets: Create and maintain troubleshooting guides, service bulletins, and FAQs; deliver training to distributors and key customers.
Voice of Customer: Aggregate field insights to influence product reliability, usability, and serviceability; contribute data to reliability reviews and design FMEAs.
Tools & systems: Keep accurate case records in CRM/ticketing systems; maintain test rigs, jigs, and diagnostic tooling required for field validation.
Safety & compliance: Adhere to company and customer safety standards; ensure service work aligns with applicable quality procedures.
B.Sc. in Mechanical or Electrical Engineering with hands on experience
3+ years in field service, applications engineering, customer support, or manufacturing engineering for mechatronics/motion control systems
Strong analytical troubleshooting skills across mechanical assemblies, servo/drive electronics, motion controllers, and system integration.
Demonstrated experience with structured problem‑solving and quality tools (8D, Ishikawa, 5‑Whys, FMEA, GR&R)
Clear, professional English-spoken and written; additional EMEA languages are an advantage.
Team player who performs well in intensive, dynamic environments and interfaces effectively with customers and cross‑functional teams.
